Trainer - Telesales/Customer Service - Maternity leave

Essex, England
£30000.00 - £40000.00 per annum
10 May 2017
09 Jun 2017
Louise Butler
Specialist Area
Learning and Development
HR Jobs Level
Full Time
Urgent requirement for experienced Trainer to join a great team in central Essex.

My client are keen to meet with engaging and experienced Trainers who are available for a 1 year maternity cover. This role will focus on supporting the business on Telesales and Customer Service training, therefore previous experience within this field is essential.

Reporting to the People Development Manager this role is responsible for:
Supporting the Telesales and Customers Services Operation with appropriate learning interventions ensuring that current and future employees have the necessary knowledge, skills, talent and experience to deliver current and future business plans. Responsible for training in-bound and out-bound sales and customer service agents operating through a range of channels such as telephone, email and web-chat.

Responsibilities: Service Delivery -

* Analyse learning needs through live observation and call assessment and deliver/facilitate quality training and solutions that are highly interactive and support 70:20:10 learning principles
* Provide one-to-one and team based coaching on best practise in various disciplines such as systems, processes, telesales and customer service.
* Meet with staff on a regular basis to identify areas where training is required and action accordingly
* Manage the learning pathways programme, ensuring content is constantly refreshed and kept up to date following operational or business changes.
* Create and maintain the schedule of training programmes ensuring these align at all times with business requirements and the needs of learners
* Design and develop learning solutions that support in-bound and out-bound sales and customer service activity across various channels - telephone, email and web-chat and other emerging technologies
* Develop and nurture effective working relationships with agents, team leaders and managers within the contact centre
* Report on training delivered and effectiveness of training programmes

Strategy & Policy Development Contribute to the production, development and review of all strategies and working policies and make revisions as required. Reporting Produce KPI information in line with HR Balanced Scorecard and Quarterly Reports and report on training activity and effectiveness to key stakeholders Budget Management & efficient use of financial resources Work with the Training Coordinator to manage the forecast of training activity and budget to the training plan. Project Management Act as Project Lead for learning based projects that support the business requirements of the contact centre Advisory Advisory role to the Head of People Development and other department heads in relation to any learning interventions Suppliers Manage the relationship between the company and third party suppliers/training providers.
Qualifications: Essential

* A significant depth of experience in L&D
* Experience of training both Telesales and customer service agents
* Experience of training in a multi-channel environment
* Have a proven track record in the end to end cycle of design, development and delivery of highly interactive and engaging learning solutions
* Be able to coach and work highly effectively with others
* Strong, confident and credible training style, high energy with a 'can do' attitude

The ideal person for this roll will need to be:

* From a customer contact background with a good understanding and appreciation of the issues that teams face in this working environment on a daily basis
* Comfortable with change and high energy levels
* Highly organised with excellent time management skills
* Articulate with excellent written skills
* Confident
* Personable
* Excellent at presentation and delivery as well as being an effective communicator on a one to one and group basis
* Confident with IT systems such as office, Excel and CRM systems.

Hays EA is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at